inContact is the world’s number one provider of cloud-based contact center solutions, offering robust call routing software and a full line of workforce optimization tools to increase the efficiency of contact center agents-all in the cloud. Plus, inContact is the only company that has paired a software offering with telecommunications network connectivity.
inContact helps call centers around the globe create profitable customer experiences through its powerful portfolio of software solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth.
Because inContact solutions are delivered in the cloud they offer benefits that traditional, on-premise contact center solutions cannot, including quick roll-out and implementation, no upfront hardware expenses or revolving upgrade fees, both upward or downward scalability to meet actual demand, pay-as-you-go billing model, 99.99% uptime, and seamless call routing between multiple contact centers and even at-home agents.
inContact targets contact centers and call centers in virtually any business. The sweet spot are contact centers with between 20 and 400 agents; however we do have the ability to support clients that have contact centers of more than 400 agents. Key indicators we look for in prospective clients are whether they have multiple contact center locations, work from home agents, or otherwise complex, blended environments.
inContact has more cloud-based call center implementations than any of our competitors. Because of this distinction we can compete against companies that offer only cloud based solutions as well as companies that offer on-premise solutions.
Some of the things that make us different from our competition include:
- Complete redundancy with 99.99% uptime guarantee. We have redundant operations in Dallas and Los Angeles in order to provide a more secure offering to our customers
- We not only offer complete call routing capabilities (IVR, ACD) but we also have a complete set of workforce optimization tools (WFM, Recording, Feedback, etc). This is the most complete set of cloud based contact center solutions available from any one provider.
- With our background in the telecommunications space we are also able to offer network connectivity if needed. This is unique in the industry.
